Office Profile Service/Support Tab

Use the Service/Support tab in the Office Profile Detail view to define or view password options.
Note: The system administrator and users with the appropriate role can access these features.

To open the Service/Support tab:

  1. On the Navigation Bar, click Administration and then click Office Profiles to open the Office Profiles List view. If necessary, use the Lookup to locate an office profile, and then click the company's name to open the Office Profile Detail view.
  2. Click the Service/Support tab.
  3. In the Ticket Assignment Options area, select one of the following to designate how tickets are assigned:
    • Unassigned: Tickets are left unassigned until a user views the call and assigns it.
    • Logged-In User: Tickets are assigned to the user that saves the ticket.
    • Auto-Assignment: Tickets are assigned to the user or team associated with an Area. If an Area has no associated user or team, the ticket is unassigned.
  4. In the SpeedSearch, set the options to define the approval process to determine which new tickets and defects are added to SpeedSearch.
    1. If desired, select the Use Approval Process option to use an approval process to determine which new tickets and defects are added to SpeedSearch.
    2. Click the Default Public Access drop-down arrow and select from the list:
      • 5 - Internal: If you select this option, the users who are responsible for approving SpeedSearch submissions see a Public Access box on the Ticket and Defect detail views that defaults to 5-Internal. This means that by default, new tickets and defects are included in SpeedSearch indexes that only internal users can access.
      • 1- Customer: If you select this option, the users who are responsible for approving SpeedSearch submissions see a Public Access box on the Ticket or Defect detail view that defaults to 1-Customer.

        This means that by default, new tickets and defects are included in SpeedSearch indexes that both internal users and customers using Web Customer Portal can access.

  5. Click (Save) to save the changes.